Omnichannel Service Management Platform Services for Pillar 2 - Reform of Citizen-Facing IT Systems (PRR)

This tender seeks proposals for the provision of omnichannel service management platform services, specifically for Pillar 2 of the "Reforma dos SI disponibilizados ao cidadão" (Reform of Citizen-Facing IT Systems) initiative, as part of the Plano de Recuperação e Resiliência (PRR - Recovery and Resilience Plan). The objective is to implement a robust and integrated platform that will enhance the delivery and management of public services offered to citizens through multiple channels. The platform should support a seamless, consistent, and efficient user experience across all touchpoints, including digital, telephone, and in-person interactions. Key requirements are expected to include functionalities for case management, customer relationship management (CRM), workflow automation, data analytics, and reporting. The initiative aims to modernize public administration IT systems, making them more responsive to citizen needs and improving overall service quality and accessibility. This procurement is crucial for achieving the digital transformation goals outlined in the PRR, ensuring that public services are more user-centric and effectively managed. The selected provider will be responsible for the implementation, configuration, and ongoing support of the omnichannel platform, ensuring its integration with existing government IT infrastructure and compliance with relevant data protection and security standards. The scope of work will likely involve detailed analysis of current service delivery processes, platform deployment, user training, and continuous service improvement.

This is a services contract in the information and communication technology, education and training and general supplies sectors. Located in Portugal, Europe, this opportunity is open to firms and consortiums, with an estimated budget of EUR 279,346.

Published through base_gov_pt, a national government procurement portal. Public procurement tenders follow the country's national bidding regulations and may have specific eligibility and documentation requirements for services in the information and communication technology sector. Service contracts are typically evaluated on both technical quality and price, and may require bidders to demonstrate relevant experience and qualified personnel. This contract has already been awarded. The information is published for transparency and market intelligence purposes.